Do you know the real reasons why your lost customers decided to stop working with your company? Do you understand the unmet needs of your most dissatisfied clients?

When you are part of a senior management team running a large business, it can be easy to become insulated from the day-to-day realities of how your company is handling its customer base. Often, internal customer satisfaction data and lost client information is filtered and distorted as it makes its way up the organizational chain of command, resulting in a less than complete picture of the actual customer experience.

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